"The Effect of E-Services Quality Provided by Jordanian Commercial Banks on Customers Satisfaction"

Emad M AlHindawi

Abstract

This study aimed to achieve a set of goals, notably to identify the quality of e-banking services provided in the Jordanian commercial banks, the level of customers satisfaction with the quality of e-banking services and the measurement tool of the effect of the quality of e-services on satisfaction, and the differences in the views of the respondents about the quality of e-services and the level of customers satisfaction from the point of view of customers in the Jordanian Commercial Banks depending on the different personal variables. The study sample consisted of (444) customers who were randomly chosen from the study population.
The Study showed the following results: there is a statistically significant effect at the level of significance (α =0.05) for the reliability, responsiveness and security of the satisfaction of the customers of the Jordanian Commercial Banks for the Electronic services, while there was no statistically significant effect for the ease of use on the customers satisfaction in the Jordanian commercial banks, and there are no statistically significant differences at the significance level (α =0.05) in the views of the members of the sample study on the quality of e-services and the level of satisfaction and the relationship between them which is attributable to the demographic variables of (gender, age, educational qualification, income, and profession).